Is there an equivalent to the Windows 7 Problem Steps Recorder on macOS and or iOS?
You could try having them do a screen recording with command+shift+5. If you want to see keystrokes, try to have them have the keyboard viewer on the screen:
For iOS, swipe up to get control centre and tap the icon with a dot in a circle. It starts recording in 3 seconds and can be stopped using the red strip on the top. Video will be saved to photos.